Email has been a mainstay of customer service since its inception, providing a digital alternative to the telephone for consumers. Despite the growth of other digital channels, such as social media and chat, it continues to thrive – 69% of people still want to contact companies through email, according to Forrester. In some sectors (such as retail), ...
In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time, meaning they now make up a quarter of the population. Here’s the breakdown: 1 million Millennials (born 1982-2000), 66 million Generation X (born 1965-1982), 4 million Baby Boomers (born 1946-1964). We’re currently at a tipping point, as more and more Millennials...
20 years ago customer service existed in a world dominated by voice, hence the widespread reliance on call centers to manage customer service interactions. Things have obviously moved on since then as email, and more recently digital channels such as social media and chat, have become a regular part of managing customer service delivery. Call centers have now evolved into...
Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Constant competition and travelers sharing their feedback with those they encountered meant that inns could quickly gain a good reputation – or lose it just as swiftly if standards slipped.Today, the customer experience is even more vital...
All brands should now understand the importance of social media to customer service. For example, over two thirds (67%) of consumers say they’ve used social media for customer service, rather than phoning or visiting a company website, according to research from J.D. Power. Over 1 million people view tweets about customer service every week. However, many companies are still...
While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.The positive news is that overall spending in the US was up by nearly 8%, according to figures from MasterCard. However, not every retailer will have felt the benefit...
With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself. For retailers, the gap between fulfilling last minute orders and the start of the sales is now measured in hours, while consumer electronics manufacturers have to be ready to deal with any queries from customers trying to get their new...